Universal Branch Representative I - Hanover Branch

About the role

The Universal Branch Representative performs the duties of both a Teller and Member Service Representative (platform). This role is vital in the delivery of an exceptional member experience while supporting branch sales and service strategies.

Responsibilities

• Teller Responsibilities:
  • Establishes member relationships through quality service and cross selling VACU products/services to meet member needs
  • Handles each transaction proficiently and accurately, exercising good judgment and seeking approval for any transaction exceeding assigned levels of authority
  • Performs paying and receiving functions with accurate balancing and reporting, including but not limited to deposits, check cashing, loan payments, miscellaneous sales, cash advances, etc.
  • Disburses cash accurately and maintains a cash drawer, balancing it daily
  • Verifies and balances assigned cash drawer daily with minimal cash variances; assists in reconciling errors or discrepancies
  • Maintains adequate cash and/or cash limits as required by VACU policy
  • Evaluates needs of existing and prospective members and makes daily referrals to Member Service Representatives
• Member Service Responsibilities:
  • Responsible for opening Memberships
  • Responsible for opening all types of deposit accounts
  • Able to provide assistance and maintenance on all deposit and loan accounts
  • Referral based lending knowledge
  • Assesses each member’s financial needs to identify, cross-sell opportunities and expand relationships
  • Makes appropriate referrals to deepen member relationships
  • Demonstrates the ability to make appropriate decisions in the best interest of VACU and the membership
  • Engages members and prospective members in a professional and courteous manner in person and over the phone
  • Demonstrates flexibility around the daily needs of the members and the branch
  • Possesses leadership skills to properly self-manage and guide co-workers consistently
  • Possesses lobby leadership skills in order to maximize exceptional member experience
  • Demonstrates appropriate knowledge of all VACU policies and procedures related to the platform and teller line, including Security and Information Security
  • Answers member inquiries and cross-sells products and services of the credit union when appropriate
  • Responsible for handling member transactions quickly and efficiently in a courteous manner within established policies and procedures and to identify and assist in member needs in a proficient and professional manner
  • Meets member needs by maintaining appropriate knowledge of all VACU products and services
  • Answers the phone and responds to member phone inquiries professionally and accurately
  • Builds and retains member relationships by performing follow-up and courtesy calls to members
  • Meets expectations in all areas of teller and MSR performance documentation including service quality, operations, and sales
  • Provides quality service by following all member service expectations
  • Handles troubleshooting and special assignments in support of supervisor
  • Responsible for ensuring that business goals and individual member service and sales goals are consistently met
  • Responsible for delivering high quality service and needs based sales to members
  • Required notary certification; must stay informed of all notary rules and regulations
  • Complies with all published enterprise level policies and procedures including, but not limited to, Risk Management policies
  • Completes all required, ongoing enterprise level training including, but not limited to, BSA, OFAC, and Information Security
  • Reports all Risk Management Policy violations in accordance with policy
  • Develops and maintains a working knowledge of all applicable federal and state regulations including corporate policies and procedures
  • Stays up to date on all required loan documents, systems, credit reports and related lending documents
  • Performs other duties as required and assigned by the supervisor

Qualifications

• Knowledge: Thorough understanding of products and services offered by financial institutions preferred
• Skills: Satisfactory computer skills required
• Abilities: Positive and effective communication and public relations skills, cross-selling, problem solving and interpersonal skills; sound judgment; ability to handle difficult situations; ability to handle multiple tasks; professional appearance and manner
• Minimum Education and Experience: Minimum of high school diploma or equivalent; some college education or business courses preferred
• Experience: Customer/member service experience, preferably at a financial institution; cash handling/business experience at a financial institution; knowledge of TCD transaction and settlement procedures

Physical Requirements

• Ability to sit and stand for long periods of time
• Occasionally lifts up to 50 pounds and/or up to 30 pounds frequently

Pay

$50,697.00–$56,003.00